Desktop Support Engineer

TFP are a leading financial services organisation operating across the UK, Ireland, Europe, and Bermuda. As a regulated firm, we place utmost importance on robust cybersecurity practices. We are looking for an experienced Service Desk Engineer to join our team and play a critical role in the delivery of excellent IT services to our staff.

In this role you will help maintain our IT estate covering Facilities IT (AV), End user computing, and work closely with our IT vendors and service partners.

You will contribute to making sure our team delivers robust, performant, compliant, cost-effective systems and act at all times to make sure end-user services are maintained to the very highest level in an dynamic and fast-paced environment. Typically, we would have short restoration SLAs for critical services.

You will be a key person involved in IT service/toolset selection and make sure we have a highly secure, uniformly protected and managed EUC and AV estate.

You will liaise with our tech leadership and users across business units to thoroughly understand and fulfil business end-user requirements. Strong resilience and rapid problem resolution are essential skills for this role.

The role is based in the Dublin office but will necessitate close working with teams across our locations and travel may be necessary., * Work with our IT service desk to provide excellent end-to-end customer service.

• Oversee day-to-day management of Incidents, Service Requests, and completion of daily tasks within SLAs. This can include resolving simple end-user issues with laptops or mobiles, to complex troubleshooting around software installations or room AV systems
• Report on operational KPIs and SLAs covering all aspects of IT service provision
• Act as an escalation point within the Service Desk team, with a focus on P1 & P2 incidents.
• Provide 1st / 2nd/3rd line desktop and system support services across all offices in all locations (London, Bermuda, Dublin, Abu Dhabi via partnership) and future office locations as needed, both for Fidelis and external customers
• Help maintain and manage the Service Desk Knowledge base & document stores
• Proactively identify risks and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or impact to our customers.
• Help recruit, hire, train, mentor and retain members of the IT service desk team.
• Responsible for ensuring metrics are maintained and provide reporting on KPI's and service trends analysis to management and via live dashboards as needed
• Provide regular feedback to the IT team ensuring effective handover of incidents & requests.
• Identify and support improvements to Service Desk policies and procedures following best practice.
• Help with vendor management, working closely with our procurement function to ensure we obtain best value for money
• Design, implement and run best practice monitoring/alarming/alerting
• Performing SharePoint administrations actives, previsioning users, controlling access to document libraries, and setting permissions., * Insofar as possible, we aim to ensure the composition of our workforce reflects the make-up of the local community
• We have specific programmes in all our offices to support diversity within the hiring process, e.g. internship and scholarship award programmes
• This is a particular focus in Bermuda, where we engage actively with local organisations to source diverse talent and provide coaching/mentoring for underrepresented groups
• We aim to maintain a focus on equal opportunities across all stages of hiring process
• We measure and minimise the pay gap where possible.

Do you have experience in TeamViewer?, * At least 5 years' experience in IT Services in a large scale fast paced environment in a sector with strong compliance and regulatory oversight where failure of IT services is not acceptable.

• Strong track record providing 'white glove' style support services to top level management and staff
• ITIL certified an advantage.
• Strong understanding of Office 365, Autopilot, Sharepoint and Intune
• Strong understanding of Active Directory, Exchange Online and user management
• Strong understanding of DNS, DHCP and Group Policy.
• Strong understanding of Windows 11
• Strong analytical and problem-solving skills
• Experience with MimeCast, TeamViewer and some scripting knowledge would be an advantage
• Professionally presented with excellent customer-facing skills, and the ability to build and maintain working relationships with customers at all levels.
• Leadership ability with the desire to constantly improve.
• Strong interpersonal skills and experience mentoring more junior staff members
• Best in class business stakeholder management
• Professional and positive, with excellent customer-facing practices
• Analytical and diligent, with attention to detail
• Resilient: The ability to cope successfully under high pressure and with shifting priorities
• Articulate, transparent, with excellent communication skills in both written and spoken English
• Effective collaborator and communicator at all levels, who use their initiative and shares skills
• Be a self-motivated, self-sufficient, enthusiastic team player
• Achieve results and targets - "Can do attitude" with initiative and drive
• Be willing to travel - locally and internationally, as required
• Articulate, transparent, with excellent communication skills in both written and spoken English
• Effective collaborator and communicator at all levels, a person who uses their initiative and shares skills
• Be a self-motivated, self-sufficient, enthusiastic team player
• Achieve results and targets - "Can do attitude" with initiative and drive
• Be willing to travel - locally and internationally, as required
• We are a 5-days in the office company - you must be fully comfortable working in-office

The Fidelis Partnership is a leading privately-owned, Bermuda-based Managing General Underwriter, which, through its subsidiaries, is a global underwriter of property, bespoke and specialty insurance and reinsurance products. The Fidelis Partnership is one of the largest Managing General Underwriters globally and its operations also include outwards reinsurance, claims handling, exposure management and portfolio analytics. The Fidelis Partnership also sponsors and incubates specialist MGAs through its Pine Walk platform. The Fidelis Partnership is separately owned and managed from the ownership and management of Fidelis Insurance Group. Across product lines and geographies, we focus on three diversified pillars: reinsurance, specialty and bespoke solutions. We are truly diversified. Our long-standing partnerships with capital providers and quota share partners make us nimble. Our breadth of expertise and capabilities deliver outstanding market returns., At The Fidelis Partnership, we aim to be different while making a difference. * We set the standard for quality in our industry. Guided by our expertise, our clients can take unique and material risks with confidence. * Our approach is tailored and designed to deliver excellence for our clients. We are trailblazers, creating unique solutions in the (re)insurance space. * We are experts. Our brokers and clients value the depth of our knowledge and experience. We leverage state-of-the-art underwriting technology to be a market leader. * We believe sound ethics make for good business. We deliver value for our customers, investors and communities while actively avoid trading with industries that cause harm to people, the environment and animals. * We pride ourselves in creating a workplace that prizes execution, meritocracy, Diversity & Inclusion. Our people herald from countless backgrounds and are united by ambition and the unabashed desire to deliver excellence every day. We provide a competitive environment that helps people cultivate themselves professionally and personally and balance a rigorous workplace with a mindset that prioritises environmental and charitable activities in our communities worldwide. Our ethos dictates our decisions and actions. It unites us as a team of experts and colleagues and provides us with a compass for ensuring we deliver our best to every stakeholder we serve.